Charging for a voucher now I cant use my booking - is that OK?

Jonesyjak

I hired a classic car through Classic Car Hire North for my husband's 40th at the end of October, paying £295 upfront on my Debit Card for 2 days mid week during half term. When I booked, I asked what the procedure would be if we needed to cancel under the current circumstances and was told that they wouldn't issue a refund but would provide a voucher to use at a later date.
We live in the Liverpool City Region (tier 3) and are advised against travelling out of the area or staying anywhere overnight. I contacted the company the evening the announcement was made to request a voucher. They told me that if I want a voucher to use before 31 May 2021, I'll have to pay an additional £50. To use before 31 October will cost me an additional £95. They're not responding to requests for a refund or telling me what other options are available other than paying more (i do appreciate they must by busy). Can they charge nearly £100 to move my booking or should they offer a refund?

bris

I suppose it would depend on the current price of the times you want.

Like hotels etc rooms are more expensive depending on when you want to stay so if you are trying to book a time when it would cost more than you originally paid then that would be ok.

If however it's a fixed price all year round (doubtful) then that wouldn't be ok.

You have no change or the right to a refund. 

Jonesyjak

Thanks for your reply. It's a fixed price all year depending on the day you want (more expensive at a weekend but I haven't asked to change it to a weekend). The reason they have given for charging more is because their prices will go up next year and by moving my booking, I'll be taking a day when someone else might want to book. If the price was £95 more next year, I wouldn't have booked as it would be way over my budget. I cant believe my only options are to lose £295 or pay an extra £95. That cant be right, surely 

[Deleted User]

What do the terms of the contract say?

Jonesyjak

Nothing about cancellation in the event of local lockdown restrictions. I've been through the t&cs on their website and the paperwork they sent out but there's no mention of situations like this. When I booked the car, I did specifically ask about what would happen if this situation arose and was told they wouldn't refund but I would be given a voucher. There was no mention of additional charges

Jonesyjak

They have made mention of what would happen in the event that you had a positive covid test: 
Similarly if you or any of your family have symptoms of Covid-19 please contact us. You won't lose out, we will just re-arrange your booking to a later date when you are well again.

But no mention if you live in an area with restrictions on travel

Spank

TBH if the car is available, but you can't make it they don't have to offer anything.
If you cancel and they can get another client they should refund you money minus expenses they have accrued.

Jonesyjak

Even if the only reason we cant make it is for following government guidance around travelling outside of a tier 3 zone? 

JamoLew

Jonesyjak said:

Even if the only reason we cant make it is for following government guidance around travelling outside of a tier 3 zone? 

Yes - unless you took out an insurance policy to cover a possible cancellation 

Jonesyjak

There was no option to take out additional insurance, the only insurance policy offered related to driving the car. If there had been additional insurance offered, of course I would have taken it in the circumstances 

JamoLew

When you asked about possible cancellation and they replied was this verbal or in writing ?
If you have in writing that "they wouldn't issue a refund but would provide a voucher to use at a later date." with no mention of a cost/charge associated or any reference to T&Cs etc then you "may" have a case